Call Center Training Architect

FailSafe Communications; Albuquerque, Northern (NM, KY); Hybrid; USD 28,000 - 44,000; Full time

Job summary

FailSafe Communications is seeking a Training Specialist to implement, develop, and maintain customer experience procedures and training materials. The role focuses on creating research-based training programs, coordinating with subject matter experts, and driving continuous improvement in contact center training and knowledge management.

The incumbent will design web pages, training applications in SharePoint, and test materials to ensure accuracy and alignment with organizational goals, while

Qualifications

• Bachelor's degree in a related field with 1–3 years of related experience.
• Certified Technical Trainer qualification is preferred.
• Experience with instructional system design and testing requirements.

Responsibilities

• Develop and maintain customer experience procedure/process documentation.
• Deliver new hire and ongoing refresher training to the contact center.
• Coordinate training strategies and initiatives with management.
• Maintain metrics and continuous process improvement for training initiatives.
• Design and implement training resources, including instructor guides and job aids.
• Test and verify accuracy of documents with subject matter experts.

Skills

Adult Instruction

Training Needs Analysis

Project Management

Technical Writing

Communication Skills

Education

Bachelor's degree in related field

Tools

SharePoint

Adobe Captivate

Microsoft FrontPage

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Job description

FailSafe Communications is seeking a Training Specialist to implement, develop, and maintain customer experience procedures and training materials. The role focuses on creating research-based training programs, coordinating with subject matter experts, and driving continuous improvement in contact center training and knowledge management.

The incumbent will design web pages, training applications in SharePoint, and test materials to ensure accuracy and alignment with organizational goals, while